Consider the following scenario:
A customer files a fraud complaint. The complaint is investigated by a customer service agent.
"¢ The customer service agent may request additional information from the customer.
"¢ The merchant is notified and given 15 days to dispute the fraud claim.
"¢ If the fraud claim is approved, an affidavit is sent to the customer and a refund is posted to their account.
How do you name the step where the agent investigates the claim for fraud?